Broadband going down

[Anon2024]

Hey all,

Been having some issues with my EE fibre broadband (fibre to the property). Have a smart hub plus with 308mbps speed package.

My WiFi suddenly stops working on all devices. When I go check the router, light is still aqua for a while, then after some time it goes green, flashes white once, flashing green and then back to aqua. Once the light switches back to aqua, WiFi back to normal. This happened every few days, maybe 1-2 times a week at completely random times and durations.

The 'LAN' light on the openreach ONT box also turns off during this time, with the other two lights still green. 

When I go on the app after the WiFi is back, the network and system uptime reset after this.

Ethernet also doesn't work during the outage (tried plugging in laptop via ethernet during outage while light was still aqua and didn't work)

I have no knowledge on internet stuff, but the log doesn't show anything that stands out apart from DSL connection lost some time before I notice the WiFi cut. On a previous thread, someone said this is due to the fact that logs erase after router restart, which I assume the router does itself when green light is on.

I've had the hub replaced, and a technician on live chat said it's a configuration issue and sorted it, but it's still happening.

Any ideas on what's going on?

[Anon2024]

@JimM11 I'll do this next time it occurs. Seems like it is not happening as often anymore though - maybe once every few weeks, maybe even less now. Used to happen multiple times a week at one point.

@Mustrum I don't have a proper record, although I have tried taking screenshots every time I've noticed it happen. Obviously not always home, etc. so unlikely to be a full comprehensive list. Started taking screenshots potentially after the 2nd or so chat to keep proof their solutions not working, so when it happened in April and May, I don't have a record of this.

Here's the rough list:

8 June 10:31am

4 July 11:08am

7 August 10:36am

9 August 12:45am

14 Aug 2:35pm

9 Sept 1:09pm

22 Sept 5:27am

19 Oct 6:16am

24 Oct 6:17pm

(Happened once or twice here between Oct and now, but forgot to take screenshots)

Today (18  Dec) at around 7:35pm

Thank you all for your continued help with this. Really appreciate it.

[Anon2024]

Just a quick reminder so people don't have to read the long thread:

I'm on 308mbps package with FTTP, router is smart hub plus.

Problem:

- WiFi locks out

- No device can connect to WiFi, and ethernet also does not work during this outage

- Doesn't fix unless router is restarted 

- Used to have to manually restart, but now it automatically starts flashing green and fixes itself after a while

Solutions provided:

- Agent on chat suggested unplugging everything and plugging back in

- New router

- Agent on chat claiming it's a signal issue and that I need to buy EE discs or something to increase WiFi coverage  (did not buy as it's clearly not a signal issue)

- Likely to be unrelated, but noticed fibre cable was exposed outside property so had this fixed

- Agent on chat said it's a configuration issue so did some tweaking on their end

[JimM11]

@Anon2024 Have went through the whole gambit of the post, from original to now, replaced router etc and you are not alone with the issue that is current, but all just slight twist's, maybe good/bad but the now self reset is a real pain in the backside as you could say, you had a quick look at my status, capture 3 screens to help along the way, that one, the tech log, and export the events, now have dropped the level down to 5-10 day's with my reset time at 7.00am on day 1 as the starting point.

ANY network device can go rouge and unfortunate there is just NO way to predict what the outcome could/can be. My daily event's are normally around a page/day, as device disconnect  phone moves etc so nothing that is out of shape, Have a Dual Asus XT8 hanging on the back of the EE, and a RP-AX in extended mode direct on the EE, with TP-Link Powerline NIC/Wireless operation to the EE also, so really throwing about every combo that i can at it, still the original EE from Mar24, did manually set it up first, use the chocolate fireguard app, but only to check the app is not falling over, and nothing weird going on. ALL of my devices play nice SO do not worry too much hardware wise....

Feel free to add anything your end but now it is really looking like the HELP to 66033 and having a base established which may be worth trying to do now, but that will fall over if no fault found and this is good but a little disheartening as the back off your mind it's going to happen again...

[Anon2024]

I'll try texting HELP next time it occurs, but let's just hope there is no next time!

Doesn't look like there is anything that can be done though, so I guess it is what it is.

Thanks again for all your help. 

[WillKirk]

Hello,

Okay so might seem like a random unrelated question but actually, it is relevant: are you using the power adapter that came with the Smart Hub Plus? Or are you using one that came with a previous version of the router? I’m not even sure if the plugs fit to be honest, but, the Smart Hub Plus needs more Amps than the BT Smart Hub 2 for example. If you were using an underpowered power brick, which wasn’t supplying enough juice — or is faulty — then the type of issues you are facing could correspond with a kind of grey-out. It can’t get enough power to supply the WiFi demands for the radios and starts half-rebooting or shutting down. This isn’t an absolute of course, especially if you are using all the right kit, but as soon as I read your description of the lights and their behaviour, my mind went immediately to power issue, not internet issue. Just a thought. Might not be relevant to you.

[Anon2024]

Hi @WillKirk ,

My previous provider was Sky so I was on the Sky Broadband Hub before.

I'm using all the cables and stuff that came with the router, and switched to all the new cables that came with the router replacement as well.

Sounds interesting though. Do you think the same would happen if the socket itself was faulty? Could try using an extension and having that plugged in from a different socket for a while and see if that sorts it.

[JimM11]

@Anon2024 It certainly helps to get a possible issue out of the way, New router, you swapped it all out, do use a good quality extension though if going to try, some of the cheap ones can cause way more issues than they fix.

Please note, i also covered all this power ext etc back on the other post in August....

[Anon2024]

Hey all, 

Just a quick update. Issue has occured twice since my last post. Switched the router to a different socket but still happens so that clears that up. Also tried texting HELP to 66033 but I can't send any messages to this number, so I assume this only works if you have a landline or something.

Anyway, there's one more year left on the contract so I'll just wait it out and switch. I'll just have to deal with this being a thing (although it's not as common as it once was thankfully). Thanks for all your help anyway, really appreciate it!

[Peter_W]

Hi again @Anon2024.

Thanks for the update here, and I'm glad to hear you've noticed a bit of an improvement, even if it's not fully resolved here. 

With the HELP text - you shouldn't need a landline to use this, so there's a chance that your provider has some kind of block on texting shortcode numbers, as these can be associated with premium-rate services.

As an alternative, if you were to notice things get worse you can also run a check over on our help pages here.

You take care, and if you have any further queries please feel free to stop by and let us know.

Peter